[Singapore] How do I verify my identity to withdraw my balance?
If you have transactions in your pending balance that you wish to Withdraw, you will need to complete the Identity Verification and add a Withdrawal method (in the form of a local bank account or debit card). The verification processed by Stripe may take 1-3 business days.
Starting 30 May 2022, users will be redirected to a Stripe link to Verify your Identity. This is an updated requirement from Stripe, in order to comply with the Singapore’s Payment Services Act (PSA) 2019 and Notice PS-N01 whereby Stripe needs to conduct the verification flow and obtain the information directly from you. The verification process is done entirely on Stripe’s platform and once you have successfully completed the verification, you will have agreed to Stripe’s Terms of Service for data collection. Do note that Carousell does not retain or store any of your personal data that you have submitted to Stripe.
With effect from 30 July 2024, Stripe requires users to declare their most recent details. If there had been any changes in their details before this date, individuals affected will be unverified and prompted to verify again.
Users who do not complete this required re-verification of address by 19 Nov 2024 will not be able to Withdraw future earnings or maintain access to their Balance via the Carousell Platfrom.
Please ensure that you have updated your app to the latest version in order to proceed with this new verification flow.
Here are the steps to verify your Identity;
1. A pop-up notification will prompt you to update your details. Alternatively, you may go to your “Me” page and tap on the “Balance” icon to access your “Update withdrawal details” page
2. Tap on “Withdraw” and you will be prompted to Verify your identity and add in your Withdrawal method.
3. Tap on “Verify your Identity”. You will be redirected to Stripe’s KYC Verification page.
For Singapore Citizens, Permanent Residents, Passholders (e.g. Employment Pass, S-Pass etc) and Work Permit holders, we strongly encourage you to re-verify your identity on the Stripe portal by logging in via Singpass to retrieve your data and skip uploading documents at a later point. If you are not holding a Singaporean ID, a passport as well as proof of your Singaporean residential address for identity verification.
As of 30 July 2024, all users who wish to Withdraw their Balance are required to provide proof of their Singapore residential address. The accepted documents as proof of address are in the form of;
- Digital entity document with address
- Government issued identity document with address
- Correspondence with Government agencies
- Utility bill *
- Bank account statement
*Mobile phone bills are not accepted
Uploaded documents appended in the form must meet the following criteria:
- The format must closely match the original document.
- Document copies or scans should be in PDF format, directly sourced from the original document.
- They must not be processed, converted, or embedded into other files.
- If submitting a photo of a physical document, it must be the original, unprocessed image in JPEG or PNG format.
- Screenshots are not acceptable.
- Photos and scans of Photo IDs must be in colour.
- Photos of paper documents must be in colour, but scans of paper documents (except Photo IDs) can be in black and white.
- Images should be high quality, and all identity and legal documents must be current (not expired).
- Documents must be clear, in a valid upload format, and should not be cropped or missing important sections. All document edges should be visible. Information should not be redacted, including Identification number and address.
**Example of utility bill required as proof that you are residing in the address as stated in your ID which you have declared. The image is for reference only; you'll need to upload the entire file. Cropping the document may cause an error. Please upload only a single bill/ statement.
4. The verification processed by Stripe may take 1-3 business days. Once Verified, you may add your bank account/ debit card details as your Withdrawal method. The bank account/ debit card will be where money in your Balance is transferred to.
5. You may check in on your Verification status via your Balance > Withdrawal details page. Successful verification will be updated with a Verified by Stripe badge. For unsuccessful verification, please reach out to us via Contact Support. You may be required to further submit incomplete details and documents.
I have attempted the verification flow, however I am still unable to Withdraw my Balance. What should I do?
Your verification attempt may not be successfully accepted due to the following reasons;
- Your ID provided has expired.
- The information on your ID does not match the details you have keyed in; for example omitting any alias name that you may have stated in your ID. The name must be EXACTLY what is shown in your ID.
- Your ID is redacted, altered, or damaged
- You have uploaded a photocopied or scanned ID. The ID must be an actual photo.
- Your image uploaded is not in .png or . jpg format
If you are having issues with uploading your ID, you may refer to Stripe’s help page.
In the event that you have tried all troubleshooting methods as above yet your Verification status has not been updated, please reach out to us via Contact Support